Platform Service Agreement

Binding version, adopted unchanged from our body of legal texts. Questions about it are answered at support@zepdesk.de.

Platform Service Agreement (PSV) for the use of ZepDesk as a Platform-as-a-Service. Supplementary to the AGB (general terms and conditions) and the data processing agreement (AVV). As of: 2026-04-25

This English text is a convenience translation. The legally binding version is the German original.

Preamble

In addition to SaaS use, ZepDesk is also a Platform-as-a-Service (PaaS): at the customer's request, the provider can render individual customizations, integrations, and operational services directly in the customer instance. This agreement governs the legal and organizational foundations of such services.

Provider: ZeptronIT UG (haftungsbeschränkt), Möhlbarg 12, 23911 Harmsdorf.
Customer: as defined in the usage agreement (AGB).

§ 1 Subject Matter

(1) The subject matter of this agreement is platform service works rendered at the customer's request:

• Development and installation of custom extension modules on the customer instance
• Customization of data models, print templates, reports, workflows
• Integration of external systems (DATEV, REST APIs, webhooks)
• White-labeling (own logo, colors, domain)
• Data migration from external systems
• Performance tuning, security hardening
• Prioritized support beyond the standard SLA
• Training for the customer's administrators

(2) The specific scope of services is recorded in writing (email, ticket system, quotation) prior to performance. Without such a record, the services are deemed not to have been commissioned.

§ 2 Remuneration

(1) Services under this agreement are billed on a time-and-material basis. The standard hourly rate is EUR 120.00 net (plus statutory VAT of 19%). Differing rates for specialist services are stated in the individual quotation.

(2) Fixed prices and flat rates must be expressly designated as such. Without such designation, hourly-rate billing applies.

(3) Working times are logged to the minute in the ticket system; the customer receives a detailed proof of performance each month. Billing takes place with the next regular ZepDesk invoice.

§ 3 Technical Access and Ops Activities

(1) The customer acknowledges that the provision of the platform service works necessarily requires technical access to their instance:

• SSH access as root or as a technical service account to the customer VM (management key from cloud settings, AES-encrypted)
• Database access with database administrator privileges (generated uniquely per VM)
• Platform maintenance commands (Migration, configuration and backup, etc.)
• Impersonation function: login as any user on the customer site for reproducing problems
• File access to all documents, attachments, and images stored in the instance

(2) Access is exercised only by authorized employees of the provider who are bound to confidentiality (Art. 29, 32 Abs. 4 DSGVO (GDPR)). Every access is logged in the Audit-Log with timestamp, Ops person, and the action performed.

(3) Inspection: the customer can view the Audit-Log at any time in the portal (My Account → Audit-Log) and request a complete export.

(4) No access without a commission: without this PSV or a specific support ticket, Ops activities are limited to maintenance and emergency measures pursuant to § 5 AGB. The database contents are not read for advertising purposes and are not disclosed to third parties.

§ 4 Responsibility for Customization Results

(1) The provider renders customization services in accordance with the applicable state of the art and with the customary professional care. Before deploying productive changes, it performs, where possible, tests in a staging/sandbox environment.

(2) The customer is obliged to inspect customization results without undue delay and to give notice of deviations from the commission within 14 days. Upon expiry of this period, acceptance is deemed granted.

(3) For individual developments, the customer receives a non-exclusive, temporally unlimited right of use for the artifacts created within their instance. The rights to the underlying ZepDesk framework remain with the provider. Code components that are not of a customer-specific nature (generic helpers, platform bug fixes) may be incorporated by the provider into the general platform.

§ 5 Data Protection in Customization

(1) Insofar as the provider processes personal data of the customer or of the customer's end customers/employees when rendering the customization services, the rules of the data processing agreement (AVV, available at /avv) apply in addition to this PSV.

(2) The customer warrants that, for every transfer of data to the provider (e.g. migration data sets from third-party systems), it holds the data protection basis.

(3) Work data no longer required (e.g. locally created staging copies) is deleted by the provider without undue delay after completion of the commission, at the latest within 30 days.

§ 6 Term and Termination

(1) This agreement begins with the first use of a customization service and runs in parallel with the usage agreement.

(2) The customer may terminate this agreement at any time without affecting the usage agreement. Services already commissioned and commenced are billed in the proper manner.

(3) After termination of this agreement, the provider's routine maintenance and monitoring remain active, but no active interventions take place without a new commission.

§ 7 Liability

(1) Liability is governed by § 9 AGB.

(2) For damage caused by customization services, liability is additionally limited to twice the invoice amount of the specific customization service complained of, but at least to the maximum amount agreed in § 9 Abs. 2 AGB, and at most to the amount of the platform service fees paid in the last 12 months.

(3) Liability for slightly negligent breaches of non-essential contractual obligations is excluded.

§ 8 Final Provisions

(1) In the event of a conflict between this PSV and the AGB, this PSV applies to customization services. In data protection matters, the AVV takes precedence.

(2) German law applies. The place of jurisdiction is Lübeck.

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